The FCA’s Review of Treatment of Customers in Vulnerable Circumstances found that ‘firms are yet to make significant progress in product and services design’ and that ‘firms should consider this as a focus area as they continue to embed the Consumer Duty’.
We know that organisations have good intentions to deliver good outcomes, but turning intent into practical, everyday design is where many still feel stuck – especially embedding this into standard processes.
This report combines market insight and case studies with best practice guidance to help you embed inclusion into propositions design process. It includes:
- Examples of how harm shows up for customers in vulnerable circumstances
- Practical steps to embed inclusion across your proposition lifecycle
- Our signature Proposition Design Maturity Framework to help you assess where you are – and what do to next
Whether you’re in product, customer experience, insights, governance or vulnerability, this report is designed to equip you with tools that make a real difference.
Fill in the following form to download our report –